ITSM Software—To ITIL or Not? The Dilemma!

In my experience most customers, while being aware of ITIL as a concept, do not have ITIL processes in place within their environment. When customers buy an ITIL compliant solution for the benefits without developing the environment with ITIL processes already in...

The Guiding Principles of ITIL 4

  One of the key concepts within ITIL4 is the Guiding Principles. First introduced as part of the ITIL Practitioner and modified slightly in ITIL 4, these basic principles provide guidance for every decision you make regarding the products and services you...

Why ITIL 4?

By now you have no doubt heard that ITIL 4 is coming and if you are like most, there are a lot of questions, the biggest of these being simply “Why?” Well, to answer that, think about what ITIL is built on; best practices. And the best practices of IT organizations...

Developing Service Management Capabilities

  The Wikipedia describes IT Service Management by saying that “IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to...